Will the social and psychological aspects of interpersonal contacts and customer needs in this matter be a barrier to the creation of fully automated electronic banks without staff?
Will one of the products of Industry 4.0 be the creation of fully automated electronic banks without staff?
Theoretically, it may be possible, however, do banks' clients expect it?
At the end of the twentieth century, publications appeared that confirmed this type of thesis and suggested that the development of banking is heading in this direction, ie towards full automation and electronization, remote service through the Internet of clients of financial institutions. However, at the beginning of the 21st century, the situation is changing.
Despite the development of artificial intelligence, intenet of things etc. and the use of new information technologies, eg for the creation of automated electronic advisers, electronic avatars simulating a bank employee or other financial institution providing advice to a client served via a website, some of the bank clients do not want to part with a counselor in the person of a man, not a machine.
In connection with the above, will the social and psychological aspects of interpersonal contacts and customer needs in this matter be a barrier to the creation of fully automated electronic banks without staff?
Do you agree with me on the above matter?
In the context of the above issues, I am asking you the following question:
Will the social and psychological aspects of interpersonal contacts and customer needs in this matter be a barrier to the creation of fully automated electronic banks without staff?
Please reply
I invite you to the discussion
Thank you very much
Best wishes
Partially yes... A study of US banking customers found that 56% prefer more of a digital than a personal relationship with their bank. Among millennials, the number is even higher – 70% prefer to interact with their banks online. Banks are now responding to this shift in consumer behavior through digital-only banks. ... Dharamshi, L. (2019). Digital-only Banks (Next Level of Banking Experience). Journal of Global Economy, 15(1 (Special), 1-5.
Yes, I believe so! You cannot deny that humans like to socialize and communicate and some prefer even face to face contact.
You'll get an interesting perspective from my end.
There are severe service issues in Pakistan's banking industry. Branch managers and staff are not trained. In my case, the "social aspect" is the single-most reason to switch to Internet banking.
Personally I don't have a problem most of the time with interacting with my bank fully online. In fact, in most cases I prefer it for convenience even though the closest branch is located within a few blocks of my home.
However, despite the growing technological literacy of the population at large, I think there will always be people who prefer to interact with people face to face. I wouldn't be surprised to see branch staff continue to be reduced at banks in the coming years, but I doubt they will ever be fully eliminated.
Dear Hassan Izzeddin Sarsak, Kaukab Abid Azhar, Michael Joseph Mior, Thank you very much for your inspiring, interesting and highly substantive answer. Best wishes, Have a nice day,
Dariusz Prokopowicz
Partially yes... A study of US banking customers found that 56% prefer more of a digital than a personal relationship with their bank. Among millennials, the number is even higher – 70% prefer to interact with their banks online. Banks are now responding to this shift in consumer behavior through digital-only banks. ... Dharamshi, L. (2019). Digital-only Banks (Next Level of Banking Experience). Journal of Global Economy, 15(1 (Special), 1-5.
Following also matters... Trust...consumer familiarity with internet banking, high perceived structural assurance, perceived website quality, bank reputation and relative advantage are critical factors ... Kaabachi, S., Mrad, S. B., & Petrescu, M. (2017). Consumer initial trust toward internet-only banks in France. International Journal of Bank Marketing.
Loyalty... Steinhagen, J., & Van Kerrebroeck, L. (2006). Too busy to wait in line, just click and bank online: Customer Loyalty in Web-Only Banks.
Interpersonal contact can be very well possible digitally, virtually; and it quite healthy and effective. So its may not be a barrier or hindrance for banking. In fact, it is in practice at present in many regions of the world.
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